Return & Refund
Your satisfaction is utmost important to us. We hold tight our money-back-guarantee policy. Shall you are not happy with our products, we have no-questions-asked return policy, even if your return is due to change of mind.
Shipping Fees
All prices are exclusive of shipping fees. Shipping charges are added to the order and are paid by the customer. These charges are calculated by the parcel's weight and/or dimensions. Any applicable free shipping offers will be displayed in your shopping cart.
Articles Not Collected
Illuminated Hearts cannot be held responsible for parcels not received or collected. If parcels are not collected, they will be returned to us. We are not responsible for items shipped back to us. We will proceed your refund (less any original shipping costs if the items arrived at our warehouse in good conditions). We will charge the customer again for sending the package a second time if a parcel has not been received or collected on the first shipping. You could consider providing us with your work address instead of your home address.
Lost Articles
We include shipping insurance in your shipping. Your orders will be shipped with Australia Post, trackable shipping service. Packages will be automatically deemed lost if not arrive 3 months (90 business days) after the dispatch date. At the point of concern and based on status of the tracking showing no movement and your articles are not to be found, please email us about your lost packages. We will then lodge a case with Australia Post and fully reimburse you.
Damaged and Defective Items
Our parcels are packed with the greatest care, and are sent with insured postal services. Should damage occur during transport, we will replace or refund the damaged item. To start a claim, we must open a case with the postal services within 3 days since the date of the item admitted as Delivered.
Please follow the procedure below strictly:
Send us an email to notify us of the damage/defects (unodinh@gmail.com)
Send us pictures of the damage within 3 days
- Picture of the outside of the box
- Picture(s) of the inside of the box (packing material included)
- Picture(s) of the damaged/defective item
Once we receive your notifications, we will send you an email confirmation to confirm if your item is damaged during delivery or it is defective.
- If the item is damaged during delivery, you will need to take the whole article (including the damaged item and its box) and its tracking number to your nearest national postal facility to file a claim. Once we are informed by your postal service and Australia Post about your claim, we will proceed your full refund immediately.
- If the item is deemed defective by nature, we will immediately refund you within the same day we send you a confirmation email.
- If you prefer to still receive the item, we will ship a replacement to you free of all shipping charges.
Returns Due to Change Of Mind
We strives to make all return possible and easy for you. If there is nothing wrong with the item and you want to return due to change of mind, you must notify us within 7 days after the item tracking shows Delivered status. The items must be undamaged and shipped back to us in their original packaging. Sending the item back to us and custody is at your own expense. We will refund the purchase price of the items (less any shipping costs to you) within 5-7 days of receiving the returned goods.